Customer Support Representative

Why should you join our team?

American AgCredit offers a unique opportunity to be a part of a national financial system supporting those who feed, clothe and fuel the world. We are a growing organization embracing collaboration and innovation while delivering transformative solutions. American AgCredit provides a cultivating environment where you truly make a difference for our customers and teams.

Benefits offered by American AgCredit:

• Commitment to agriculture and the communities we serve
• Family friendly work environment
• Investment in employee development
• Medical, Dental and Vision coverage
• Outstanding 401k – automatic 3% employer contribution, plus match up to 6%
• Generous Paid Time Off (Vacation accrued at 21 days annually, Sick Days accrued at 15 days annually, 12 paid holidays, plus 16 hours of volunteer time)
• Competitive Incentive Compensation Plan
• Disability & Life Insurance
• Employee mental, physical, and financial wellness programs
• The position is bonus eligible based on association and personal performance

Position will be posted until filled.

GENERAL SUMMARY

The Customer Support Representative supports the core of the Association’s customer service operations, responsible for providing outstanding customer service through all channels of customer engagement including phone, in-person and written correspondence.  The Customer Support Representative is the primary contact for support and assistance within American AgCredit’s digital customer solutions and money movement products and services.  Every customer interaction provides an opportunity to further the Association’s mission by making it easy for customers to do business with us.  As part of the Customer Support team, the Customer Support Representative is proactive and professional with a focus on solving customer issues, listening for and suggesting tools and services that will further engage the customer.  

ESSENTIAL FUNCTIONS

• Demonstrate exceptional customer service by serving as a conduit for customer inquiries and acting as the primary contact through interactions via multiple channels including phone, in-person, email, secure messaging, chat, etc.

• Process incoming and outgoing mail, maintain office supplies and marketing materials, assist with maintenance of facilities, serve as a vendor liaison and assist with safety and wellness event coordination (if assigned to a specific location).

• Ensure every interaction is a positive one by actively listening and appropriately responding to inquiries related to digital banking and treasury management solutions, payments and disbursements support and proactively connecting customers with other functional areas when appropriate.

• Process requests for disbursement of loan funds, payments, and daily balancing. 

• Provide end-user support for maintenance and monitoring related to digital customer solutions and other money movement products and services.  Ensure seamless establishment of assigned products and provide excellent ongoing support.

• Assist with products and services onboarding by coordinating with the customer and any applicable service providers or internal teams. 

• Adhere to Association policies and procedures with an emphasis on the compliance and fraud detection functions. Recognize noncompliance with policies and procedures and elevate to senior operations staff for resolution.

• Respond independently to requests for information and assistance; exercise independent judgment and provide excellent customer service.  Monitor and maintain case management cases for customer interactions.  Escalate customer issues as appropriate and necessary for timely resolution.

• Triage of customer support needs for resolutions through collaboration with other departments. Provide customer and association follow up as needed to ensure positive outcome.

• Ensure daily workflow assignments are completed.  As directed by supervisor, provide backup on-site assistance if needed.

• Participate in special projects and perform other functions as assigned.

LEVELS OF SUPERVISION EXERCISED AND RECEIVED:

Exercises no supervision; regularly provides technical guidance and training; makes some independent decisions; works under general direction and general supervision of Director of Customer Support Operations.

TYPICAL EDUCATION AND EXPERIENCE:

• Education: High school diploma, plus at least two years of post-high school education or equivalent

• Experience: 2-3 years experience performing similar functions, call center experience a plus

• Outstanding problem solvin